Refund and Returns Policy – UrbanSuri

Effective Date: July 8, 2025

At UrbanSuri, we care deeply about your satisfaction and strive to ensure every purchase exceeds expectations. However, if something isn’t quite right, we’ve designed a straightforward, transparent Refund and Returns Policy to support your shopping experience with peace of mind.

This policy explains your rights and responsibilities when returning or exchanging items purchased from UrbanSuri.com. By placing an order, you agree to the terms outlined below.

1. Return Window and Eligibility

You may request a return or exchange within 30 days of receiving your order. To qualify:

  • Items must be unused, unwashed, and in their original condition

  • Include all original packaging, tags, labels, manuals, and accessories

  • Must not be from the list of non-returnable items (see Section 4)

Returns received after 30 days may not be accepted unless approved by our customer support team under exceptional circumstances.

2. How to Initiate a Return

Returning an item is easy. Simply follow these steps:

Step 1: Contact UrbanSuri Support
Email info@urbansuri.com or call +1 612-605-8341 to request a Return Merchandise Authorization (RMA) number. Include your order number and reason for return.

Step 2: Repackage the Item
Securely repackage your item(s) in original condition. Include your RMA number and order details in the return package.

Step 3: Ship the Package
Send the return to the address provided by our team. We recommend a trackable shipping method to ensure safe delivery.

⚠️ Note: Return shipping costs are the customer’s responsibility unless the item is defective or shipped in error.

3. Refund Processing

Once your return is received and inspected:

  • A refund will be issued to your original payment method

  • Please allow 5–7 business days for the amount to reflect, depending on your financial provider

  • Original shipping charges are non-refundable unless we made an error

If the returned product fails inspection (e.g., signs of use or missing parts), UrbanSuri reserves the right to deny a full refund.

4. Non-Returnable Items

To protect hygiene and safety, we do not accept returns on the following:

  • Opened or used personal care items (e.g., baby bottles, pacifiers, teething toys)

  • Customized or personalized products

  • Gift cards

  • Clearance or final sale items unless they arrive damaged or defective

5. Damaged or Defective Items

Your satisfaction is our responsibility. If your order arrives damaged, incorrect, or defective:

  • Contact us within 7 days of delivery

  • Email photos of the damage and your order number to info@urbansuri.com

  • We will arrange a replacement or issue a full refund (including shipping) at no additional cost

6. Exchanges

Need a different size, color, or product?

  • Initiate a return using the steps in Section 2

  • Let us know the item you want in exchange

  • Once your return is received and approved, we’ll ship the new item

  • If there’s a price difference, we’ll guide you through the payment process

✔️ This process ensures faster resolution and inventory accuracy.

7. Shipping Policy for Returns

  • Domestic Orders (USA): We offer free standard shipping on outgoing orders. However, customers are responsible for return shipping unless the return is due to our error.

  • International Orders: Customers are responsible for all return shipping fees, customs duties, and import taxes related to the return. We are not responsible for lost or delayed return shipments.

8. Processing Timeline

  • Return approval: 1–3 business days after receiving the return

  • Refund issued: Within 5–7 business days after approval

  • Exchange dispatch: Typically within 1–2 business days post-approval

9. Contact Customer Service

Need assistance with a return, refund, or exchange?

👩‍💻 UrbanSuri Customer Support Team

Final Note

We value your trust and are committed to making your shopping experience with UrbanSuri smooth, supportive, and risk-free. If you’re ever unsatisfied with a purchase, please reach out — our team is always ready to help.

By shopping with UrbanSuri, you agree to the terms outlined in this Refund and Returns Policy. Thank you for choosing UrbanSuri – where care, quality, and comfort come first.